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IT Infrastructure

Palmer Group is partnering with a company looking to fill their Field Technician 2 role. This individual will be responsible for performing the Field Technician support activities for our clients. You will provide onsite or remote technical support for our customer calls, email requests, and incident tickets and perform the implementation activities of hardware/software, periodic maintenance, and more. If this position interests you, apply today! 


  • Provide technical admin support for Firewalls, Ethernet Switches, Wireless APs, Desktops, Laptops, Tablets, Cell Phones, Servers, Storage, Backups, Periodic Maintenance, IP Camera Surveillance, Printers
  • Provide 3rd Party applications support for QuickBooks, Chrome, Firefox, Peachtree, Thompson Reuters, Patterson Dental, Applied Online, Macola, SQL server, SharePoint, Spiceworks, AppRiver, O365, Spam Filtering, Mal-ware, Anti-Virus, Web Filtering, O365, VMware, Microsoft Exchange, VPN Advanced Configurations, Firmware, BIOS, drivers, Operating Systems, Imaging software, Software/Update Deployments, EDR, Network monitoring, Server Log Monitoring, O365 Monitoring, Email monitoring, SAT, Secure DNS, Dark Web, and wireless networks
  • Provide functional support for Security incidents, vulnerability management, AD account creation, modification, deletion, server setup, log analysis, network connectivity, drive mapping, Hosted Exchange, file permissions, password resets, and unlocks
  • Provide onsite and/or remote operational support for the customers to ensure timely, efficient, and effective resolution
  • Execute the technical task to ensure standards, security compliance, controls, and regulatory requirements are met during the setup, configuration, and implementation of the customer’s environment
  • Design, develop, implement, monitor, and identify opportunities to improve efficiencies within the processes, procedures, and change controls which will enhance the quality, serviceability, and delivery of the solution
  • Deliver exceptional customer service, strong work ethic, consistent execution of their technical skills to support all customers
  • Create, maintain, and delete customer documentation related to the ongoing technical support and security of their technology environment
  • Perform On-Call/After Hours duties when customer emergencies occur, which may require you to be available to work weekdays, after hours, and weekends in their technology environments. You will also be required to perform On-Call duties during non-business hours
  • Act and conduct business in a professional manner at all times when conducting business with our customers
  • Manage all severity levels of incident tickets and report status to the appropriate parties, which includes customers, peers, sales, CST management, and vendors
  • Identify, execute, and maintain the highest level of audit and security compliance standards that minimize risk to our customers
  • Communicate ideas and recommendations effectively via verbal and/or written communication to a diverse audience
  • Monitor service ticket queues and provide regular updates to tickets on a daily basis
  • Identify individual training opportunities to enhance level 3 troubleshooting techniques for Break/Fix
  • Attend training seminars, conferences, and trade shows, as well as conduct networking opportunities with peers in other reputable firms to broaden one’s technical knowledge


  • Bachelor’s degree in computer science or related field from an accredited college/university or equivalent combination of education, training, and experience
  • 3-5+ years of hands-on experience in technical infrastructure operations and computer room environment
  • Strong knowledge of firewall, network (LAN, WAN) switches, wireless APs, desktops, laptops, Windows servers, SAN, NAS, DAS storage, backups, replication, and IP Surveillance technologies
  • Ability to actively troubleshoot complex incidents and escalate appropriately
  • Advanced leadership abilities and team management skills
  • Advanced process development and service delivery principles
  • Hands-on experience supporting multi-platform infrastructure environments
  • Must possess exceptional communication skills, both verbal and written
  • In-depth knowledge of service ticketing systems, asset management systems, and technology monitoring software packages
  • Advanced knowledge of backup technology solutions
  • Experience with Change Control Ticketing
  • Experience with Incident Reporting and Ticketing

Work Model:

  • Hybrid

Interested and qualified candidates can contact Erin Hogenson at (515) 225-7000 or email Erin at

Ref: JOB-44533

Erin (Hogenson) Anderson

IT Delivery Manager

(515) 225-7000

3737 Woodland Ave, Suite 200, West Des Moines, IA 50266

    • Job type: Direct Hire
    • Location: Des Moines, Iowa
    • Date posted:
    • Pay:
      $- $